Complain about a product or service

Hughes Network Systems

K of Willisburg, KY April 5, 2010

People Please Do not get Hughes! Save your hard earned money! Their fair access policy allows you a very mininum access, they dont tell you the average movie to download is 500-700mb and you are only allowed 200 per day. So you can Never download a movie clip, never more than a cpl youtube clips and you are locked up with slower than dialup. They will tell you about download mgr free downloads from 2am - 7am but believe me you will never download that way either.

I've tried to download 1 30min show and it never works. I've talked to poor english speaking people that are clueless and just try to passify you, but no help ever just waisting your time. You are required to purchase their equipment, i promise there is no free installation, and a 2yr contract. For the first cpl days I called and complained they convinced me it was my equipment, and I bought a new computer, a new modem, but still it doesnt work anymore than a cpl times faster than dialup and then you reach your limit FAP and have to buy 5. tokens to reboot, or forget it.

They keep you hanging until the 30days are up, hyping you up thinking its such great service, then they will only offer you 1/2 of your money back for equipment but the other several hundred dollars you just loose. Keep you in a contract knowing that most people cant afford to have their credit ruined over Hughes.

I called them 9 times this weekend, they now say they want 400. early termination fee to cancel their service after I've spent several hundred dollars to get installed, (free install) but not free, equipment and they charge my cc every month right on time for their money. EVEN if you upgraded to the very best plan costing a cpl hundred a month you could not download a movie. How can they get by with this? Cant anyone help?

Talked several times with american reps about installing Hughes. Everything i was told is a crock of lies to get your money. 50 times faster than dialup, maybe 2 times is actual. Never plan on watching netflix like your cable dsl friends, never plan on downloading on their download mgr as it will not work, now I'm told its the internets fault as too many people are trying to download in the middle of the night. they boot our calls out of the country and they are all like robots, say the exact thing you can tell it is read from a paper.

13 months of 59 a month, 700 for equipment and free install that the install person charged me in cash, and nothing better than dialup. I promise! I asked them for a copy of the original contract I signed with my signature because this fair access policy is new but they refused to send me a copy. I'm out over 1000. for nothing but lies.

Jeff of East Liverpool, OH April 3, 2010

HughesNet has a "fair access" policy that only allows a minimal amount of downloading per day, but recently they instituted a "free" restore token option every month where you can reset your download amount to zero and be able to use the internet again. So, of course, the first time I used this "free" token they charged me for it, 7.50. I called customer service, but was told they can't fix it now, to call back later. I also have 2 "free" tokens from a class action lawsuit but what are the chances that these will work? Slim and none.

charles of Weimar, TX April 2, 2010

Had the usual trouble everyone else is describing. I was looking them up on the BBB website and found some local numbers. Called it and was given the following number to call with problems. Took a few days, but they finally got it working.

Shannon of Hot Springs, AR April 1, 2010

I paid a little over 1000 to have a HughesNet satellite internet system installed at my place of residence in March 2005. Each month my costs have ranged between 59.99 and 79.99 (because I have changed service several times). I am something of a computer "geek" myself and before moving to rural Hot Springs lived in an area with cable internet. I can tell you from experience that the type of speeds you get with satellite internet are nowhere near comparable to DSL or cable. As a matter of fact, I have a wireless card from AT&T (again, in a rural area where we barely get 3G coverage) and it is faster than satellite.

In essence, I have paid HughesNet nearly 5,000 for the most ridiculously unreliable service known to man. It is financial rape and every month that I paid the bill I actually felt a swell of nausea knowing I was paying nearly 80 a month for INTERNET when I only pay 250 a month for GROCERIES!!

I justify that because I work from home as a medical transcriptionist. This is a job I've had for a number of years, thus, I do not have the wardrobe to run right out and land another job. My vehicle is too old to commute to town daily so I'm sort of stuck with this choice. HughesNet knows this, at the corporate level, because I've told them. Supposedly corporate put notes on my account that it is never to be suspended due to that fact, even if I'm one or two months late.

Over the last five years my service has been suspended no less than a dozen times for a variety of reasons. Payment has not been one of those reasons because I have always paid them their outrageous fees. "It's a glitch in the system" is what I'm told when I call and complain.

This month takes the cake. I was one month behind. They disconnected my service. I lost my job because I did not have connectivity. I tethered off my cell phone, which is as fast as DSL believe that or not, but it wasn't good enough because my employer's policy remains that the service has to be a broadband type - like Hughes or DSL or cable.

I contacted them when I received my invoice today (for ONE month of service and not due until late April) and was told I'd have to pay that before they could reconnect. The girl said there was nothing she could do. I informed her there WAS something she could do and that I was willing to take my invoice as evidence to the FCC, the Better Business Bureau, the Utility Commission of Arkansas and whatever regulatory agency would listen. She said "hang on a second and let me check something". Then she told me to call them and gave me an 800#.

I called, obviously not in the mood to be reasonable, and the man I spoke with was very calm and reassuring and apologetic. He offered a credit for one month of service, I paid 3.00 and they restored my service. Bear in mind, I despise Hughes. If I had another option I would jump on it happily but again in my line of work I have very few options BUT satellite. My service is on at present, but I'm begging AT&T to bring DSL out here and am begging my cable company for cable internet. A warning for new customers, if you have ANY other option, please take it. HughesNet is the absolute WORST service you can use.

Anna of Tomahawk, WI April 1, 2010

How many individual complaints reporting the same problems with this company does it take to get a response from Consumer Affairs or The Federal Trade Commission? Does Hughesnet have a loophole within the law that makes it okay to falsely advertise, compromise the privacy of their customers and real them in with false claims of "Special Promotions" that offer free installation and equipment, that not even a month into service you are billed 495.82 for? I have called twice since my service began on March 19, 2010 to attempt to resolve this. When we ordered service, we were told that we "qualified" for the promotion and would recieve our installation and equipment at no charge...

Two days into the service, I had to get online at a friends because my service was so slow I could not get my pages to load. I accessed my online account to ask for tech support when I was shocked to find that there was already an outstanding bill posted for my account in the amount of 495.82. This of course concerned me because I was not supposed to have a bill yet, and I was certainly not supposed to have a bill that high. My service was supposed to have been 59.99/ month and when I asked why, the person at cuastomer care said it was to cover equipment and installation costs...I promptly informed her that the installation and equipment was supposed to be under the promotion...She claimed she did not know of promotion..I told her to google it..that it was advertised through direct TV and online...the salesperson confirmed it and set us up to be installed with the promotion...

Then I explained that the reason I had called in the first place was to find out if there was soemthing wrong with my service..Why it was so slow...She informed me that I had exceeded the Fair Access Policy..that this was the law..about shared band width..that I could pay for more bits if I wanted to or go online and purchase 7.99 credits that would restore me to 100% again...I have used Fromtier, charter..and Comcast..I have never heard of the Fair Access Policy..I write...search..tweet..listen to playlists...and do manuscript submissions online...and have never heard of this. Now I can't spend more than a couple of hours online without losing my speed and my ability to submit the manuscripts .It takes ten or more minutes for one page to load, and I keep getting timed out..I called again to complain and request that something be done...that I was assured by the sales person that I would have uninterrupted..unlimited service...

Because this is a rural area..I did not even sign the lease for my residence until I was assured that I would have the internet ability to do my work..It was only after installed that I signed a year lease with my landlord....This company has lied for the benefit of a sale...Promised free installaton and equipment. Assured me that I would have uninterrupted service. They misrepresented the law with this supposed Fair Access Policy that no one else including myself..had ever heard of before...Have issued a bill that far exceeds what I was told that we would have to pay...They access my computer all the time, Hijacking my clicks and redirecting me to the payment center everytime I get online..requesting their installation and equipment fees that were supposed to be included in the sales promotion. There is nothing honest about anything I've been "sold" regarding the services I was promised...I will not stand and turn the other cheek..."Give a mouse a cracker, soon it will be asking for milk"

I will be writing this states Attorney General about this matter, and I do hope this complaint (along with all of the others on this feed that say the same things) falls into the hands that actually do protect the consumer...I am tired of these multi million dollar corporations sticking it to people under the guise that they call all the shots and we "the consumers" just have to take it...Do something about this...Make them an example that indicates that we are still protected in this country from scams and immoral business practices that are outside legal realms...Thank-you,,,

Cathy of Milan, IN April 1, 2010

Talked to a lady from Hughesnet about service. She talked it up how it was FREE and when it was up and running you get these Rebates. Never once mentioned you have to wait for two invoices and then send in rebates and it could take up to 6 to 8 weeks to get money. Then she said you could download as much as 12 CD's and the service never be slow. That was a lie it took me one time to down load one thing and it froze my computer!! First 3 weeks was great then right after that it went down hill. Couldn't get service they sent a tech out and there was something wrong with the modem they put in. Then didn't bother to tell me they charged my account 29.95 for the service call!! Something that was there fault and not mine.

I called to complain and the lady said well just try us out another month on us. She made it sound wonderful of course and they would refund my 29.95 which I still have not received. I called again because my money was not refunded I was still having problems (Slow, very slow!! Dial up is much better). So, I called and told them I want them to come and get there stuff because I'm still having problems. Of course still trying to talk me into keeping the service. I said NO!! I just want you to refund my money which was only the 29.95 for a problem that was them and not me. Well, come to find out and my worst nightmare that I have to climb up on a ladder and disconnect the stuff and send it back to them or I need to hire someone.

Of course no one ever mentioned that to me when I was getting the service because I would of never got it. I am so upset and will tell everyone I know how Hughesnet really is. The people you talk to don't care if your a woman, or what age because I could of very well of been 80 and they don't care I would still have to climb up and try to disconnect something I have no knowledge about. This company needs to be responsible in telling the customer what they are getting into. I'm sure if they recorded the conversation they had with me someone will see they failed to mention a lot!!! What a RIP OFF!! You can't even find a number or name to the home office to complain. GO FIGURE!!

Margaret of Hollywood, FL March 31, 2010

HughesNet is disgusting. The problems never end and the service is a horrible joke. I hired a computer Consultant to check my system after being told by HughesNet that the problem is mine. The computer consultant told me HughesNet squeezes my access to the computiverse whenever they experience high volume, or whenever they want to actually. He told me that I generally have access to approximately 41-BYTES PER SECOND. Yes, I am serious. Glaciers move faster, so I'm told.

HughesNet offers no apology and will not release me from their punitive 24 month contract. HughesNet will literally laugh in your face when you communicate with any of their personnel. One young lady told me that even if the President of HughesNet authorized my contract to be cancelled, she would not approve it. The entire company is a joke.

Do not be fooled into thinking HughesNet is a good company because they advertise on DirectTV [an excellent satellite television provider]. HughesNet lies to potential customers up front and then denies them even simple courtesy once they have trapped you into a contract. HughesNet should be driven out of business, period!

NEVER AGAIN! WHEN THIS CONTRACT IS OVER AT THE END OF OCTOBER I INTEND TO PARK THE DISH IN MY FRONT YARD; THEN PAY SOMEONE TO 'WRAP' IT WITH A PUBLIC SERVICE NOTICE TO WARN EVERYONE AWAY FROM THIS GARBAGE INTERNET PROVIDER! 1500.00/24 Month Contract + Installation Charges and untold Millions in Grief and Aggravation! NEVER AGAIN!

shawn of linden, TN March 29, 2010

I have had hughesnet since last summer. I live in an an area, like so many others, that have no other option for internet other than dial-up. I have had nothing but terrible service since day one. I had to go out of state last December to be with my terminally ill father. I called them on December 18th to have them put my service on hold until I returned. I explained to the woman that I had no idea when I would be returning. I returned home in February only to find out that they automatically reconnected my service after one month and charged my credit card for service I did not use. I argued and argued and they said I would have to make the call to find out of they could locate the phone records.

Then, last week I started having connection problems. They did nothing everytime I called except to ask me about the weather and if the weather was fine, they had to send out a service tech, which will cost me 125.00. I rent this equipment! If I had purchased it, then the charge would be understandable. But one of the guys I talked to, Brian, said I would get a free service call and a one month credit, then put me on hold, then came back and said, sorry, he gave me the wrong information, I would not be getting anything free. I checked the modem, and the way that it was installed, the wires are being constantly pulled away from the modem, so after time, they won't stay snug and don't make good connections. I have had to tape the cords in place, because one little bump disconnects the cords and then it takes hours to get them in the right position where I can connect to the internet. I refuse to pay them 125.00 to come out and change a cord, especially since it is rental equipment. Something needs to be done.

Melinda of Stephenville, TX March 22, 2010

I have had Hughesnet for 10 mos, have had my dish rewired 3 times and 3 modems installed,again this month no service to my computer, I lease my equipment yet they want me to pay 125.00 for another service call, I have 7 file numbers and over 30 calls to their "tech support" who speak poor english and read from a book to try and help you.

worst service ever and if I can find a class action suit I am joining it. I will never recommend this company and will spread the word on the extremely poor equipment and service, Government needs to shut them down.

Dale of Alger, MI March 20, 2010

I live in an area where only dial-up internet service is offered. No WiFi, nor cable service. Therefore, satellite is the only other option. After checking on-line, I investigated Hughes Net. After leaving my name and phone number for a salesperson to call, I did recieve a call a short time later.

I found the male high pressured sales person to be so very rude and demanding. He seemed to be very short with me as I ask questions about the service. Again and again he requested my credit card number to get started. I was told that to insure the deal he was going to give me, I would have to give him my card number, but I refused until I had my questions answed. He stated that he would give me only 10 minutes to make up my mind and discuss this service with my wife or the deal was off. He became even more demanding. I tried to tell him that he was upsetting me with his tone but he continued to badger me. He would not stop talking. I finally had to hang up.

It is unfortunate that satellite internet service is so expensive. And have to put up with this rudness and unbusinesslike conduct, is uncalled for. As a retired couple, on a fixed income, we wanted to try it. A faster means of service to download photos of our grandkids and keep in touch with our family. Our reaction to the salesman's attitude, has forced us to stay with dial-up service. It might not be the service we were looking for, but our dial-up service people are not rude and obnoxious.

In closing, I feel that the CEO of Hughesnet, I think his name is Whitacre, should go undercover, like the new TV program "Undercover Boss" and find out what the problems are in the company and correct them, and improve the image of Hughesnet. Thank you very much for listening.

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